US20080285587A1 - Systems and methods for providing unified collaboration systems with user selectable reply format - Google Patents

Systems and methods for providing unified collaboration systems with user selectable reply format Download PDF

Info

Publication number
US20080285587A1
US20080285587A1 US11749631 US74963107A US2008285587A1 US 20080285587 A1 US20080285587 A1 US 20080285587A1 US 11749631 US11749631 US 11749631 US 74963107 A US74963107 A US 74963107A US 2008285587 A1 US2008285587 A1 US 2008285587A1
Authority
US
Grant status
Application
Patent type
Prior art keywords
communication
user
telephone
plurality
formats
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Abandoned
Application number
US11749631
Inventor
Igor Balk
David Michael Choupak
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
UNISON TECHNOLOGIES Inc
Original Assignee
Unison Tech LLC
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date

Links

Images

Classifications

    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00Arrangements for user-to-user messaging in packet-switching networks, e.g. e-mail or instant messages
    • H04L51/36Unified messaging, e.g. interactions between instant messaging, e-mail or other types of messages such as converged IP messaging [CPM]
    • GPHYSICS
    • G06COMPUTING; CALCULATING; COUNTING
    • G06QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00Administration; Management
    • G06Q10/10Office automation, e.g. computer aided management of electronic mail or groupware; Time management, e.g. calendars, reminders, meetings or time accounting
    • G06Q10/107Computer aided management of electronic mail
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00Arrangements for user-to-user messaging in packet-switching networks, e.g. e-mail or instant messages
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/53Centralised arrangements for recording incoming messages, i.e. mailbox systems
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00Arrangements for user-to-user messaging in packet-switching networks, e.g. e-mail or instant messages
    • H04L51/04Real-time or near real-time messaging, e.g. instant messaging [IM]
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2203/00Aspects of automatic or semi-automatic exchanges
    • H04M2203/20Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2072Schedules, e.g. personal calendars
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2203/00Aspects of automatic or semi-automatic exchanges
    • H04M2203/45Aspects of automatic or semi-automatic exchanges related to voicemail messaging
    • H04M2203/4509Unified messaging with single point of access to voicemail and other mail or messaging systems
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/42365Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
    • H04M3/42374Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity where the information is provided to a monitoring entity such as a potential calling party or a call processing server
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/53Centralised arrangements for recording incoming messages, i.e. mailbox systems
    • H04M3/533Voice mail systems
    • H04M3/53333Message receiving aspects
    • H04M3/53341Message reply

Abstract

A communication system provides integrated email, telephone and instant messenger communication including a common address book, a common log of communication history and shared presence information. A user can respond to a communication according to any format, email, telephone or instant messenger, with a response using the same format or any other format. The response may be initiated by a single command.

Description

    CROSS-REFERENCE TO RELATED APPLICATIONS
  • This application is related to U.S. patent application entitled, “Systems and Methods for Providing Unified Collaboration Systems with Conditional Communication Handling” and U.S. patent application entitled, “Systems and Methods for Providing Unified Collaboration Systems with Combined Communication Log” filed on the same date as the present application. These applications are incorporated herein by reference in their entirety.
  • BACKGROUND OF THE INVENTION
  • This application relates to communication and in particular relates to integration of existing communication formats in a manner that provides additional functionality to a user.
  • Various communication formats are commonly used for electronic communication. In particular, email and instant messenger formats are commonly used for communication through a personal computer (PC) or other device. Telephone communication is generally performed using a dedicated telephone device (desktop telephone, cell phone, or other device). In some cases Voice over Internet Protocol (VoIP) may allow telephone communication using a PC or similar device. VoIP may also use dedicated hardware such as a desktop IP phone or cell phone. Generally, some additional hardware is needed to use a PC in this way (e.g. an IP handset). Email, instant messenger and telephone communication, where they are provided on a single PC, are often provided by different applications. Such applications use different address books and maintain different communication logs. Thus, when communication between two or more people takes place using different communication formats, responding may require consulting the right address book and sometimes copying and pasting an address to another application, or even manually entering address information. When reviewing past correspondence, two or more different logs may need to be reviewed in order to see the full details of correspondence. Such logs may be reviewed entry-by-entry to determine the order in which individual communications occurred (e.g. from time stamp information). Separate communication formats generally require separate configuration. For example, a user may have an email account set up on an email server and separately have a telephone account set up on a telephone server. Thus, providing and maintaining multiple communications systems is inefficient and often inconvenient.
  • SUMMARY OF THE INVENTION
  • In one embodiment, a communication system provides integration between different communication formats including email, telephone and instant messenger. A common address book may be used that includes information for communicating by each communication format. A user can initiate communication according to any communication format from the address book. A common communication log may be maintained that includes communication according to each communication format. When a communication is received according to one of the communication formats, the user may initiate a reply according to any communication format using a single command. Presence information may be shared and used to manage communication according to different formats. Where presence information is obtained from instant messenger communication, this information may be used to select an email management scheme and a telephone management scheme.
  • A goal of the present invention is provide methods, systems, and apparatus for unified collaboration systems. The provided unified collaboration systems include address books (directories), e-mail services, instant messaging and presence services with gateways to external systems, phone services (including PBX), calendaring, scheduling and file sharing for corporate or private users. Access to each and all components of the system may be based on access policy determined by the system administrator(s).
  • Headings are used herein for clarity only and without any intended limitation. A number of references are cited herein, the entire disclosures of which are incorporated herein, in their entirety, by reference for all purposes. Further, none of the cited references, regardless of how characterized above, is admitted as prior to the invention of the subject matter claimed herein.
  • This invention also includes software products implementing the methods of this invention. Hardware systems variously configured to perform the methods of this invention are also included.
  • BRIEF DESCRIPTION OF THE DRAWINGS
  • FIG. 1 illustrates a system organization according to an embodiment of the present invention.
  • FIG. 2 illustrates certain relationships between components of FIG. 1.
  • FIG. 3 illustrates a common address book with an entry that contains telephone, email and instant messenger address information for an individual.
  • FIG. 4 illustrates a common communication log that includes telephone, instant messenger and email communication history.
  • FIG. 5 illustrates an instant messenger session display that provides options to respond to participants by email or telephone in addition to instant messenger.
  • FIG. 6 illustrates sharing of presence information between an instant messenger server, email server and PBX server so that email and telephone communication are managed according to presence information obtained from instant messenger communication.
  • DETAIL DESCRIPTION OF THE PREFERRED EMBODIMENTS
  • FIG. 1 shows a simplified view of a communications system 100 according to an embodiment of the present invention. Communication system 100 includes a server portion 102 that is used in communication with one or more client agents. An end user workplace 104 is connected to server portion 102 so that communication to and from the end user workplace 104 passes through server portion 102. End user workplace 104 includes a desk phone 106 and a native client 108. Native client 108 may be considered as an example of a client agent. Native client 108 in the present example is an application running on a PC. In general, multiple end user workplaces are connected to a server portion. For example, a business may provide end user workplaces to its employees, with each employee having a desk phone and a PC that includes a native client. In addition, some employees may work remotely and may maintain communication through a web client such as web client 110. Other employees may remain in communication through a mobile client such as a PDA, laptop with WiFi or a blackberry (e.g. mobile client 112). Web clients and mobile clients may be considered as different types of client agents.
  • Server portion 102 of communication system 100 may consist of software on a single hardware platform or may consist of software extending over several hardware platforms. The term “server” is generally used to describe software that performs server functions in relation to a client (such as native client of FIG. 1) and is not limited to any particular hardware configuration, though in some cases a server may operate on a dedicated hardware platform (sometimes also referred to as a server). In one example, a server portion consists of several software servers on a single hardware platform, each server performing a different function. In the present example, server portion 102 includes an email server 114, an instant messenger (IM) server 116, a Private Branch Exchange (PBX) server 118, a file manager server 120, an address book server 122 and a calendar/task server 124. Other servers may also be provided in some cases. The servers are operated in an integrated manner to provide a user with integrated communication capability.
  • An email server, such as email server 114, may include computer hardware and software having a front end module (“FEM”), a mail access module (“MAM”), a data exchange module, a client notification module (“CNM”), a mail transfer module (“MTM”), a mail processing module (“MPM”), and an authentication and authorization module. A mail-transfer agent includes computer hardware and software having a mail transfer module, a data exchange module, a mail processing module, and an authentication and authorization module. Email communications that a user sends from native client 108 pass through email server 114 and are directed to their recipients. Email communications may be received from other native clients or from other servers (which may be outside the server portion). Any such email communications that are addressed to the user are sent to native client 108 by email server 114.
  • When an e-mail message arrives at communication system 100, a mail-transfer agent receives it, validates message credentials against data stored in dedicated-distributed data store 126, checks the message for viruses, checks whether or not the message falls into one or more white/black lists, and then either deletes it, puts into recipient(s) mailbox, or sends it to another internal or external mail-transfer agents for further processing. Mail-transfer agents can serve one or multiple domains, and can replace, alternate, add or delete any or all message headers based on rules retrieved from the dedicated-distributed data store.
  • Email-access servers may support IMAP and POP protocols and provide access for clients agents (e.g. native client) to e-mail messages stored in a data store using these protocols. The Email-access servers can provide server side search and indexing features for stored messages. Each mailbox can have one or multiple owners, or be shared by an owner with others people based on access list. Email-access servers may support shared folders.
  • An instant-messaging server, such as instant messenger server 116, may include computer hardware and software having a data exchange module, a message handling module (“MHM”), an authentication and authorization module, one or several messenger gateway modules (“MGM”), and a presence manager module (“PMM”). In the present example, the instant messenger maintains presence information for all system users. The presence information is generally maintained by assigning the user a particular presence state such as “busy,” “away,” “free,” or “do not disturb.” The state used may be selected by the user or may be assigned based on the location of the user as inferred from the user's activities (or lack of activities) on the PC or desk phone. Instant-messaging servers may support XMPP protocol or other similar protocol, and provide gateways to external instant messenger systems and networks including but not limited to ICQ™, AIM™, MSN™ and Jabber™. When a new instant message arrives, the client agent displays a notification to the end user. Client computers may store local copies of all or some instant messages and all or some address books so that they can be available for off-line usage. Client computers can automatically checks for updates of software, messages and address book(s), e.g., each time it goes online. An instant message generally includes the sender's signature and is uniquely identifiable.
  • A Private Branch Exchange (PBX) server, such as PBX server 118, directs telephone communication to and from end users. For example, incoming calls having call information indicating a user's extension may be sent by the PBX to the user's desk phone. Outgoing calls from the desk phone are directed according to the number dialed. The PBX provides additional functions including call forwarding and conference calling. A PBX may include a call-routing-and-registration server. A call-routing-and-registration server includes computer hardware and software having a call routing module (“CRM”), a data exchange module, phone registration module (“PRM”), an authentication and authorization module, a phone registration module, and a messaging module.
  • In addition, a PBX server may include a voicemail server (not shown) to provide voicemail services to users. A voice-mail server includes computer hardware and software having an interactive voice response module, a call processing module, a data exchange module, a mail access module, mail transfer module, a messaging module, and an authentication and authorization module. A voice-mail server includes computer hardware and software having a data exchange module, a mobile data exchange module (“MDE”), and an authentication and authorization module.
  • In some examples, a PBX server may include a hunt-group server to a hunt-group server (not shown). A hunt-group server includes computer hardware (“CH”) and software having an interactive voice response (“IVR”) module, a call processing module (“CPM”), a data exchange module (“DEM”), a hunt group process module (“HGM”), a messaging module (“MM”), and an authentication and authorization module (“AAM”).
  • PBX server 118 receives and sends phone calls from and to client phones, phone gateways, or other devices such as, e.g., voice-mail servers or hunt-group servers using the call-routing-and-registration servers. Call-routing-and-registration servers retrieve phone call related information from dedicated-distributed data store (data store) 126, send notifications to client computers using instant-messaging servers, and route and connect phone calls based on the information from the dedicated-distributed data store and on commands received from the client computers, client phones and/or phone gateways (see the corresponding patent application). PBX's provides typical known functionality including but not limited to hunt groups (“HG”), automatic call distribution, call waiting, caller id etc. Hunt group management and call distribution may be done based on instant-messaging servers presence information.
  • It should be noted that PBX server 118 may operate with legacy phone hardware (POTS systems) and is not limited to working with VoIP type communication. This has the advantage that new phone hardware (such as a new handset) is not required.
  • A file manager server, such as file manager server 120, provides access to data files stored in the data store. A file manager may include computer hardware and software having a data access module (“DAM”), an authentication and authorization module, and a data exchange module. In general, data associated with various communication formats may be stored in the data store and may be retrieved from the data store using the file manager server.
  • An address book server, such as address book server 122, maintains an address book so that requests for address information are directed to the address book server. Also, updating of address information is done through the address book server. In the present example, the address book contains entries that have email, telephone and instant messenger information for individuals. Thus, the address book can be used for various communication formats including email, telephone and instant messenger.
  • A calendar/tasks server, such as calendar server 124, maintains a calendar so that requests for calendar information are directed to the calendar/tasks server and updates of the calendar are performed through the calendar/tasks server. Client agents provide the ability to select people from the address book to be displayed in the instant messenger roster (presence information). It includes both internal users of the system and external contacts such as for example ICQ™ users. Users of different instant messaging systems are marked with different presence icons in the roster. Users can group entries in a roster in any desired way. A client agent also can provide the ability to create chat rooms, invite people to chat rooms, and make chat rooms public or private. They can also provide the ability to make the user visible or invisible to one, several or all other users. They can also display counterpart activity during the conversation.
  • A dedicated-distributed data store (data store), such as data store 126, includes data storage hardware which could be computer hard drive, flash drive, network addressable storage (“NAS”), Sun Inc. or other vendor data stores, any other data storage device and data management software i.e. data-base management system, file system, etc. Account management and server management information may be stored in the data store.
  • The above mentioned servers could utilize the same physical computer hardware or different physical computer hardware that can be installed in one or several locations. Any of the above mentioned servers could be installed alone or together with any other servers (i.e. share or not share the same computer). In case of a distributed installation, i.e. on several different computers, each server should be able to access all other servers in the system using, for example an IP-based protocol.
  • Corresponding to the servers shown, native client 108 performs various functions including communicating by email, instant messenger and telephone, accessing files, address information and calendar information. In this example, these functions are carried out using a single application which presents the user with communication options in a single integrated manner. Thus, communication according to different formats including email, telephone and instant messenger are integrated in a way such that a user can switch from one format to another without switching from application to application. Several advantages may be achieved by such integration.
  • Certain resources may be shared between different communication formats that in prior systems generally required separate resources. For example, a common address book may be maintained for email, telephone and instant messenger communication (and other formats also, if provided). Thus, when an entry is found in the address book, a user has a choice of contacting the person in at least three different ways. These options may be provided so that a user can select an option by a single command, such as a single mouse-click, a single key stroke or a drag and drop operation (e.g. dragging a person's name to a particular screen location). Also, when the user receives a communication according to any of these formats, a reply may be initiated according to any of the formats with a single command. For example, where the user receives an email from someone in the address book, the user may reply by email, telephone or instant messenger. Selecting a telephone reply may cause a call to be placed by the native client, through the PBX. Similarly, when an instant messenger communication is received, a reply may be sent by email, telephone or instant messenger. When a telephone communication (telephone call or voicemail) is received, a reply may be by telephone, email or instant messenger. The User Interface (UI) of native client 108 may present these options on a visual display so that the user can select any one of them with a single command (e.g. a single mouse-click or a single key stroke).
  • Because communication in such an integrated communication system may include multiple formats, it may be convenient to integrate histories of such communication in a single log. A common communication log may be maintained that includes email, telephone and instant messenger communication. Thus, a user who wishes to review his correspondence with an individual can view, in a single list, all communications with that individual including email, telephone and instant messenger communication.
  • Management of communication with a user may be integrated so that information gained from one communication format is used to manage other communication formats. Presence information obtained from instant messenger communication may be shared and used to select an appropriate management scheme for other communications also. For example, where instant messenger communication indicates a presence state of “away,” a user's telephone calls may be forwarded to the user's cell phone or to voicemail. The user's email may be sent to another location or to a mobile device such as a blackberry or PDA.
  • Management of a user's accounts may also be integrated so that instead of separately setting up an email account, an instant messenger account and a telephone account, a single configuration automatically provides all three. FIG. 1 shows a single control panel 128 for controlling server management including control of email server 114, instant messenger server 116, PBX server 118, file manager server 120, address book server 122 and calendar/tasks server 124. Control panel 128 allows a user to be given an integrated account that provides email, telephone and instant messenger communications. Authorization, authentication and accounting may be performed together for all communication formats. The user's access privileges may also be configured through the control panel so that the user does not necessarily have access to all communication formats, or to all stored files.
  • In order to provide an integrated communication system, the servers shown communicate with each other and with native client 108. Communications between components may or may not be encrypted according the level of security that is desired. Some of the main interactions between components are summarized in the table of FIG. 2. Each row shows how the components listed in the column headings support the component of the specified row. For example, the first row deals with email and how other components interact with email to provide greater integration. The following description of relationships between components follows the table of FIG. 1.
  • Email
  • Email provides an option to reply by instant messenger (also telephone) and instant messenger may be used by the email component to send internal notifications and to obtain presence information. For example, presence information provided by the instant messenger system may be used to select a management scheme for dealing with incoming emails.
  • Email server 114 uses the address book/directory to authenticate and authorize users. Email server 114 also provides the user with the ability to store and modify mail lists and mail rules that are stored in the address book. Email server 114 provides the user with the ability to initiate an email from the address book, for example by clicking (or double clicking) the email address within an entry in the address book.
  • The email component of native client 108 provides the option of replying to an email by telephone. In one example, a typical “reply” button that is provided when an email is displayed is replaced with three buttons, “reply email,” “reply IM” and “reply by phone.” Alternatively, these options may be provided in a drop-down menu or otherwise.
  • Email server 114 uses the data store to store metadata associated with email communications and to store message data.
  • A user can use the email component of native client 108 to generate tasks or events in the calendar.
  • A user can use the email component of native client 108 to store attachments that are received with incoming emails using the file manager
  • Instant Messenger
  • Instant messenger messages may be stored as emails within a common log. Thus, email may be chosen as a common format for storage, though in other cases a different format may be chosen. A user can reply to an instant messenger with an email (generally, using a single command).
  • The instant messenger server 116 may refer to the address book, through the address book server, to authenticate users and to keep roster, presence and subscription information. The user can initiate an instant message from the address book, for example by clicking on the IM portion of a persons address book entry.
  • When a user receives an instant messenger message, they can respond via a phone call.
  • Internal metadata associated with instant messenger messages and also message data are stored in data store 126. Each conversation using instant messaging server 116 can be stored based on number of preset rules (such as timeout, topic etc) in same way e-mail is stored, and can be displayed in separate folder in the client's agent in a way that end users of the system would have access to their instant message history similarly to the way to e-mail is accessed, i.e. with ability to search, sort etc.
  • A user can generate a calendar task or event from instant messenger or from instant messenger history.
  • A user can share send and receive files through instant messenger. Such files are sent to or from the file manager.
  • Address Book/Directory
  • Address book server 122 uses instant messenger to send updated notification and address card information. The address book data are stored in the data store 126. The user list, access control list, address book(s) and internal metadata associated with the address book(s) are stored in the data store 126, so that they can be retrieved by clients agents or other system components via the data-access-servers using one or a combination of data access protocols (“DAP”). PBX
  • PBX server 118 uses email to distribute, store and access voicemail, recorded calls and call history. Thus, a user can forward recorded calls, voicemail and call history events via email or reply via email to a phone call. This gives a user the ability to distribute a voicemail or call history to a wide group.
  • PBX server 118 uses instant messenger for a telephone control mechanism used for hunt group management. A user can reply to a telephone call by instant messenger (or email).
  • PBX server 118 uses the data store to store call routing information and internal technical data. Voice-mail messages are stored in the dedicated-distributed data store in a fashion similar to the way e-mail messages are stored. Voice-mail servers can retrieve voice mail messages via email-access servers, and send then using the mail transfer module. Client computer and/or mobile-client software can access voice-mail messages via email-access servers. Email-access servers can perform same operations with voice-mail messages as with e-mail messages or archived instant messages.
  • PBX server 118 uses the calendar of calendar server 124 to manage advanced call distribution such as schedule dependent call forwarding. For example, if a call is received for an individual, the PBX server may determine from the calendar that the person is on vacation and redirect the call to another individual.
  • Calender/Tasks
  • Calendar server 124 uses email to send invitations and tasks. For example invitations to a meeting may be sent by email to all those invited to attend. A user can generate email from a calendar event or task to provide notification of the event or task.
  • Instant messenger communications may also be generated from a calendar event or task so that the communication is used for event or task notification.
  • Calendar server 124 may use the address book to authenticate and authorize users. Calendar server 124 can invite individuals to an event or assign tasks to individuals based on information in the address book.
  • Calendar server 124 may use the PBX server for event or task notification.
  • Calendar data, task data, access lists and internal metadata may all be stored in data store 126 so that they are accessible by client computers and/or mobile-client software via the data-access-servers and/or the email-access servers. Client computer and/or mobile-client software can keep local copies of calendar events and tasks for off line usage.
  • File Manager
  • Files may be shared by sending email invitations to recipients who then access the shared file through file manager server 120.
  • Files may also be shared by sending IM invitations to recipients who then access the shared file through file manager server 120.
  • The address book of address book server 122 may be used to authenticate users who are attempting to access shared files through file manager server 120.
  • File manager server 120 uses the data store to store files. Client computer and/or mobile-client software have access via file-sharing servers to the computer files stored in data store 126, and can synchronize files across several computers or mobile devices which belong to one person or group. Groups can be defined based on access list stored in dedicated-distributed data store and retrieved by file-sharing servers during authorization process via data-access-servers.
  • The above listing is not intended to be an exhaustive list of all interactions between components. Other interactions may also occur.
  • A User Interface (UI) provided to a user by the native client may be implemented in a number of ways. Some examples of possible UI formats are shown in FIGS. 3-5, however different formats may also be used to provide the same functionality or additional functionality to a user.
  • FIG. 3 shows a screenshot of a display provided to a user by a native client. The screenshot shows a common address book that contains entries for employees of a business. Each entry gives telephone, email and instant messenger information for the employee. For example, the highlighted entry 350 shows two business phone numbers, two home phone numbers, an email address and an instant messenger option. A telephone call to any one of the employee's telephone numbers may be initiated by clicking on the telephone number in the employee's entry. Similarly, an email may be initiated by clicking on the employee's email address. An instant message to the employee may be initiated by clicking on the Unisom IM option in the employee's entry. Thus, the common address book allows communication with a person listed in the address book by telephone, email or instant messenger, and any one of these communications may be initiated by a single command without having to open another application or cut and paste an address from elsewhere.
  • FIG. 4 shows an example of a common log 460 that contains a record of communication according to three different communication formats. In general, a log may be sorted according to different parameters. A common log may contain all communications according to all communication formats. For example, the log may include a telephone communication history for both telephone conversations that were terminated in a client device and a telephone. A common log may be sorted to be in chronological order or by name. In the present example, common log 460 is searched to show only correspondence between the user and a particular contact in the address book on a particular day. Common log 460 includes a telephone communication 462 (a voicemail) at 9.00. This is followed by an instant messenger exchange 464 starting at 10.00, a telephone call 466 at 11.00 and an email 468 at 11.30. Thus, a complete record of correspondence with this contact is provided to the user on one page. While the example of FIG. 4 shows email, instant messenger and telephone communication, a user may choose to show only one of these communication formats, or may choose to show two of these formats but not the third.
  • In one embodiment, a user can configure the system to store the content of the communication in addition to the communication record. For example, the user may configure the PBX to store all his or her telephone conversation automatically in the data store. Alternatively, the users may initiate a recording of a conversation on demand. This may involve selecting a recording button on the user display to begin recording the conversation and selecting of the same button or another button to stop recording. Generally, the content of such recording may be available through the log.
  • A user may create, modify, or eliminate one or more tags associated with a communication record in the log for further identification or classification. For instance, the user may choose to add subject title to telephone conversations where one did not exist before or modify a system generated subject title. This will enable the user to sort her or his telephone conversation by user defined subject title in addition to any other tags that may have been generated automatically by the system. Thus, allowing, for example, the user to search through telephone conversation recordings tags quickly and conveniently.
  • FIG. 5 shows an example of instant messenger communication that includes the option to respond by email or telephone. In particular, any individual that is listed as a participant in the instant messenger session may be selected and a pop-up menu provides the option to email or telephone this individual. The screenshot of FIG. 5 shows a pop-up menu 570 associated with a participant in an IM discussion. The pop-up menu includes an option 572 to initiate an instant message, another option 574 to initiate an email and yet another option 576 to initiate a phone call to reply. The common log would retain a record of such communication so that a clear record of correspondence via multiple communication formats is available.
  • Sharing of presence information in the present system is achieved using instant messenger communication as shown in FIG. 6. In particular, email server 114 and PBX server 116 may obtain presence information regarding the user from instant messenger server 116. This information may be maintained by instant messenger server 116, or instant messenger server 116 may request presence information from native client 108 when the instant messenger server 116 receives a request for this information. Email server 114 may have alternative email handling schemes that are selected according to presence information received from instant messenger server 116. Generally, presence information is provided as a presence state. A user is assigned a presence state from a finite list of presence states at all times. The list of presence states may be user defined or some default scheme. When an email is received by email server 114, email server 114 may check the presence state of the user. In FIG. 6, the user has a presence state that indicates that the user is away. In response to determining that the user's presence state is “away,” email server 114 may choose a scheme that includes forwarding the email to another address (for example, another employee who is covering for the absent user). Email server 114 may also send a reply to the email indicating that the user is away. These options may be configured by the user so that email is directed as the user requests for various presence states. Similarly, PBX server 118 may have various schemes for dealing with telephone communication (both duplex telephone calls and voicemail). An appropriate scheme may be chosen according to presence information obtained from instant messenger server 116. Where the user's presence state is “away,” PBX server 118 may send incoming calls to voicemail as shown, or may forward the calls to another user or to a cell phone. Thus, presence information obtained by instant messenger is used to manage communication according to other communication formats also.
  • The embodiments of the invention described above do not limit the scope of the invention, since these embodiments are illustrations of several preferred aspects of the invention. Any equivalent embodiments are intended to be within the scope of this invention. Indeed, various modifications of the invention in addition to those shown and described herein, such as alternate useful combinations of the elements described, will become apparent to those skilled in the art from the subsequent description. Such modifications are also intended to fall within the scope of the appended claims. In the following (and in the application as a whole), headings and legends are used for clarity and convenience only.
  • Although specific features of the invention are shown in some drawings and not in others, this is for convenience only as each feature may be combined with any or all of the other features in accordance with the invention. The words “including”, “comprising”, “having”, and “with” as used herein are to be interpreted broadly and comprehensively and are not limited to any physical interconnection. Moreover, any embodiments disclosed in the subject application are not to be taken as the only possible embodiments. Other embodiments will occur to those skilled in the art and are within the following claims.
  • All patents, patent applications, articles, books, specifications, other publications, documents and things referenced herein are hereby incorporated herein by this reference in their entirety for all purposes. To the extent of any inconsistency or conflict in the definition or use of a term between any of the incorporated publications, documents or things and the text of the present document, the definition or use of the term in the present document shall prevail.
  • Although the various aspects of the present invention have been described with respect to certain preferred embodiments, it is understood that the invention is entitled to protection within the full scope of the appended claims.

Claims (20)

  1. 1. A communication system for unified collaboration comprising:
    a display device that presents information to a user;
    a client device that controls the information presented by the display device;
    an application operating on the client device, the application providing communication capability according to a plurality of communication formats, the plurality of communication formats comprising email, instant messenger and telephone; and
    wherein when a communication is received according to any one of the plurality of communication formats, the application causes an indication of the communication to be presented to the user and also causes a plurality of reply options to be presented to the user, the plurality of reply options including creating a reply according to any one of the plurality of communication formats, each of the plurality of reply options selectable by a single command,
    wherein a combined log includes communications received and sent according to each of the plurality of formats.
  2. 2. The communication system of claim 1 wherein the single command is a single mouse-click, a single key stroke or a drag and drop operation.
  3. 3. The communication system of claim 1 wherein communication according to the telephone format includes voicemail communication and duplex telephone communication.
  4. 4. The communication system of claim 1 further comprising a telephone linked to a PBX server, and where a communication according to the telephone format is received, the PBX server causes the telephone to provide an indication of the communication and also notifies the application of the received communication.
  5. 5. The communication system of claim 4 wherein the telephone is a stand-alone telephone unit that is separate from the client device.
  6. 6. The communication system of claim 4 wherein the telephone is a softphone.
  7. 7. The communication system of claim 1 further comprising one or more servers in communication with the client device according to the plurality of communication formats, the one or more servers being managed through a common control system.
  8. 8. The communication system of claim 1 further comprising a shared address book that stores address information for each of the plurality of communication formats.
  9. 9. The communication system of claim 8 wherein presence information is used to manage communication according to each of the plurality of communication formats.
  10. 10. The communication system of claim 8 wherein the application uses permission information in the address book to limit a user's access to the plurality of communication formats.
  11. 11. The communication system of claim 1 wherein the application provides both encrypted and unencrypted communication capability.
  12. 12. A method of unified communication using different formats comprising:
    providing a user with communication according to a plurality of communication formats, the plurality of communication formats including email, instant messenger and telephone;
    in response to receipt of a communication according to any one of the plurality of communication formats, presenting a user with a display that includes options to respond according to any one of the plurality of communication formats, each option selected by a single command; and
    presenting the user with a combined log that includes communications received and sent according to each of the plurality of formats.
  13. 13. The method of claim 12 wherein the single command is a single mouse-click or a single key stroke.
  14. 14. The method of claim 12 wherein communication according to the telephone format includes voicemail communication and duplex telephone communication.
  15. 15. The method of claim 12 wherein, a communication according to the telephone format is directed to a client device that is associated with the user, the client device controlling the display, the communication according to the telephone format also directed to a separate telephone device that is associated with the user.
  16. 16. The method of claim 12 further comprising managing communication according to each of the plurality of formats through a common control system.
  17. 17. The method of claim 12 further comprising presenting the user with a common address book that shows address information according to each of the plurality of formats.
  18. 18. The method of claim 17 further comprising determining a presence state of the user and in response to determining the presence state selecting a management scheme for each of the plurality of communication formats.
  19. 19. The method of claim 17 further comprising using permission information in the common address book to limit a user's access to the plurality of communication formats.
  20. 20. The method of claim 12 further comprising decrypting the received communication and encrypting a reply prior to sending the reply.
US11749631 2007-05-16 2007-05-16 Systems and methods for providing unified collaboration systems with user selectable reply format Abandoned US20080285587A1 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
US11749631 US20080285587A1 (en) 2007-05-16 2007-05-16 Systems and methods for providing unified collaboration systems with user selectable reply format

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US11749631 US20080285587A1 (en) 2007-05-16 2007-05-16 Systems and methods for providing unified collaboration systems with user selectable reply format
PCT/US2008/054704 WO2008144090A1 (en) 2007-05-16 2008-02-22 Systems and methods for providing unified collaboration systems with user selectable reply format
PCT/US2008/063914 WO2008141339A1 (en) 2007-05-16 2008-05-16 Systems and methods for providing unified collaboration systems with user selectable reply format
US12247949 US20090041052A1 (en) 2007-05-16 2008-10-08 Systems and methods for providing unified collaboration systems with user selectable reply format

Related Child Applications (1)

Application Number Title Priority Date Filing Date
US12247949 Continuation US20090041052A1 (en) 2007-05-16 2008-10-08 Systems and methods for providing unified collaboration systems with user selectable reply format

Publications (1)

Publication Number Publication Date
US20080285587A1 true true US20080285587A1 (en) 2008-11-20

Family

ID=39531143

Family Applications (2)

Application Number Title Priority Date Filing Date
US11749631 Abandoned US20080285587A1 (en) 2007-05-16 2007-05-16 Systems and methods for providing unified collaboration systems with user selectable reply format
US12247949 Abandoned US20090041052A1 (en) 2007-05-16 2008-10-08 Systems and methods for providing unified collaboration systems with user selectable reply format

Family Applications After (1)

Application Number Title Priority Date Filing Date
US12247949 Abandoned US20090041052A1 (en) 2007-05-16 2008-10-08 Systems and methods for providing unified collaboration systems with user selectable reply format

Country Status (2)

Country Link
US (2) US20080285587A1 (en)
WO (2) WO2008144090A1 (en)

Cited By (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20110179180A1 (en) * 2010-01-20 2011-07-21 Microsoft Corporation Communication sessions among devices and interfaces with mixed capabilities
US20110225248A1 (en) * 2010-03-15 2011-09-15 Microsoft Corporation Multimodal conversation state and transfer through centralized notification
US20150350143A1 (en) * 2014-06-01 2015-12-03 Apple Inc. Displaying options, assigning notification, ignoring messages, and simultaneous user interface displays in a messaging application
US9898162B2 (en) 2014-05-30 2018-02-20 Apple Inc. Swiping functions for messaging applications

Families Citing this family (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
KR20100042678A (en) * 2008-10-02 2010-04-27 삼성전자주식회사 Apparatus and method for presence service in portable communication system
US20130097526A1 (en) * 2011-10-17 2013-04-18 Research In Motion Limited Electronic device and method for reply message composition
US20140067963A1 (en) * 2012-08-30 2014-03-06 Avaya Inc. Dynamic multimodal visual message prioritization method and apparatus
CN103124300B (en) * 2013-03-05 2015-10-21 厦门亿联网络技术股份有限公司 A method for implementing instant messaging im client automatically bound sip phone

Citations (69)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6212268B1 (en) * 1997-11-26 2001-04-03 Sun Microsystems, Inc. Pre-scheduled callback service
US20020076025A1 (en) * 2000-12-18 2002-06-20 Nortel Networks Limited And Bell Canada Method and system for automatic handling of invitations to join communications sessions in a virtual team environment
US20020075304A1 (en) * 2000-12-18 2002-06-20 Nortel Networks Limited Method and system for supporting communications within a virtual team environment
US20020099777A1 (en) * 2001-01-25 2002-07-25 Anoop Gupta Integrating collaborative messaging into an electronic mail program
US20020098831A1 (en) * 2001-01-18 2002-07-25 Castell William D. Unified message system and method
US20030023691A1 (en) * 2001-07-27 2003-01-30 Knauerhase Robert C. Routing messages using presence information
US20030037113A1 (en) * 2000-11-08 2003-02-20 Yevgeniy Petrovykh Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue
US6580787B1 (en) * 2000-02-15 2003-06-17 Lucent Technologies Inc. Integration of voice mail, email, fax and personal calendar systems to automatically update messages
US20030163819A1 (en) * 2002-02-22 2003-08-28 Ching-Sung Lee Video-audio multimedia web-mail system and send-receive method thereof
US20030174815A1 (en) * 2002-03-14 2003-09-18 Didcock Clifford Neil Instant messaging for caller notification
US20040002359A1 (en) * 2002-06-27 2004-01-01 Deas David A. Information filling station facilitating wireless transfer of data content to a portable device or other pre-defined locations
US20040064514A1 (en) * 2002-09-17 2004-04-01 Daniell W. Todd Providing instant messaging (IM) internet presence information and chat capability from displayed email messages
US20040086100A1 (en) * 2002-04-02 2004-05-06 Worldcom, Inc. Call completion via instant communications client
US20040141594A1 (en) * 2003-01-20 2004-07-22 Brunson Gordon R. Messaging advise in presence-aware networks
US20040170263A1 (en) * 2003-02-28 2004-09-02 Michelle Michael Dynamic presence proxy for call sessions
US6807254B1 (en) * 1998-11-06 2004-10-19 Nms Communications Method and system for interactive messaging
US6810116B1 (en) * 2000-09-12 2004-10-26 International Business Machines Corporation Multi-channel telephone data collection, collaboration and conferencing system and method of using the same
US20040213400A1 (en) * 2003-01-06 2004-10-28 Golitsin Vladimir G. Method and apparatus for multimedia interaction routing according to agent capacity sets
US20040267871A1 (en) * 2003-06-27 2004-12-30 Christopher Pratley Method and apparatus for viewing and managing collaboration data from within the context of a shared document
US6839736B1 (en) * 1998-11-24 2005-01-04 Matsushita Electric Industrial Co., Ltd. Multi-media E-mail system and device for transmitting a composed return E-mail
US20050027867A1 (en) * 2003-07-29 2005-02-03 Sbc Knowledge Ventures, L.P. Presence enhanced telephony service architecture
US20050041793A1 (en) * 2003-07-14 2005-02-24 Fulton Paul R. System and method for active mobile collaboration
US20050080852A1 (en) * 2003-10-09 2005-04-14 International Business Machines Corporation Method, system and storage medium for providing interoperability of email and instant messaging services
US20050100145A1 (en) * 2003-10-01 2005-05-12 Spencer Bradford L. Multi-user intelligent call screening
US6895558B1 (en) * 2000-02-11 2005-05-17 Microsoft Corporation Multi-access mode electronic personal assistant
US6917610B1 (en) * 1999-12-30 2005-07-12 At&T Corp. Activity log for improved call efficiency
US20050251555A1 (en) * 2004-04-20 2005-11-10 Microsoft Corporation Presence-based seamless messaging
US20050257142A1 (en) * 2004-05-13 2005-11-17 Cheng-Shing Lai Portable communication device and multimedia message processing method for same
US20060002536A1 (en) * 2004-07-02 2006-01-05 Ambrose Toby R System and method for real-time call log status
US20060039545A1 (en) * 2004-08-19 2006-02-23 Matsushita Electric Industrial Co., Ltd. Multimedia based caller ID to identify an instant messaging client/user
US7007085B1 (en) * 2001-09-28 2006-02-28 Bellsouth Intellectual Property Corporation Message log for wireline, voice mail, email, fax, pager, instant messages and chat
US20060053208A1 (en) * 2004-09-08 2006-03-09 Nokia Corporation Group details of group services
US20060053225A1 (en) * 2004-09-08 2006-03-09 Nokia Corporation Group details of group services
US7023980B2 (en) * 2002-12-04 2006-04-04 Avaya Technology Corp. Outbound dialing decision criteria based
US20060085242A1 (en) * 2004-02-19 2006-04-20 Global Datacenter Management Limited Asset management system and method
US20060092970A1 (en) * 2004-10-28 2006-05-04 Samsung Electronics Co., Ltd. System and method for VoIP call transfer using instant message service in an IP multimedia subsystem
US7047030B2 (en) * 2001-05-02 2006-05-16 Symbian Limited Group communication method for a wireless communication device
US20060117098A1 (en) * 2004-11-30 2006-06-01 Dezonno Anthony J Automatic generation of mixed media messages
US7062021B2 (en) * 2004-04-30 2006-06-13 Microsoft Corporation Integrated telephone call and context notification mechanism
US20060135142A1 (en) * 2004-12-22 2006-06-22 Nokia Corporation Apparatus and methods for providing enhanced contact list information for mobile stations including mobile telephones
US7076043B2 (en) * 2002-05-01 2006-07-11 Sun Microsystems, Inc. System and method of using presence information to delay dialing phone calls initiated by a caller to a callee
US20060161632A1 (en) * 2003-08-07 2006-07-20 Tencent Technology (Shenzhen) Company Ltd. System and method for voice over internet protocol communication using an instant messenger
US20060161872A1 (en) * 2004-12-30 2006-07-20 Nokia Corporation Marking and/or sharing media stream in the cellular network terminal
US7103167B2 (en) * 2002-05-20 2006-09-05 Callwave, Inc. Systems and methods for call screening
US7117445B2 (en) * 2003-06-30 2006-10-03 Danger, Inc. Multi-mode communication apparatus and interface for contacting a user
US20070016647A1 (en) * 2001-01-25 2007-01-18 Microsoft Corporation Server system supporting collaborative messaging based on electronic mail
US20070042792A1 (en) * 2003-07-14 2007-02-22 Josh Perfetto Determining message format according to status information
US7185054B1 (en) * 1993-10-01 2007-02-27 Collaboration Properties, Inc. Participant display and selection in video conference calls
US7187761B2 (en) * 2002-11-07 2007-03-06 Blake Bookstaff Method and system for providing advertising to telephone callers
US20070058637A1 (en) * 2005-09-14 2007-03-15 Tun Han Felix Lo Method for multi-channel multi-device call transfer
US7194523B2 (en) * 1998-09-09 2007-03-20 Cingular Wireless Ii, Llc Method and apparatus for data communication utilizing the North American Terrestrial System
US20070101144A1 (en) * 2005-10-27 2007-05-03 The Go Daddy Group, Inc. Authenticating a caller initiating a communication session
US7224774B1 (en) * 2001-03-23 2007-05-29 Aol Llc Real-time call control system
US20070130340A1 (en) * 2005-12-02 2007-06-07 Qwest Communications International Inc. Cross-platform redirection of communications
US20070206738A1 (en) * 2006-03-02 2007-09-06 Cisco Technology, Inc. Secure voice communication channel for confidential messaging
US7274778B2 (en) * 2001-05-16 2007-09-25 Verizon Business Global Llc Systems and methods for receiving telephone calls via instant messaging
US20070271376A1 (en) * 2006-05-16 2007-11-22 David Yach System and method for integrated presentation of information
US7313617B2 (en) * 2001-09-28 2007-12-25 Dale Malik Methods and systems for a communications and information resource manager
US20080005239A1 (en) * 2006-06-28 2008-01-03 Brian Podl System and method for capturing collaborative data at a multi-function peripheral (MFP)
US7334021B1 (en) * 2003-04-30 2008-02-19 Aol Llc Personalized away messages
US20080043986A1 (en) * 2006-07-28 2008-02-21 Ubiquity Software Corporation Voice conference control from an instant messaging session using an automated agent
US20080056454A1 (en) * 2006-08-29 2008-03-06 Atte Lahtiranta Replying through different channels
US20080062970A1 (en) * 2006-09-11 2008-03-13 Common Voices Instant message call connect system method and interface
US20080075241A1 (en) * 2006-08-30 2008-03-27 Bellsouth Intellectual Property Corporation Call notification
US20080104169A1 (en) * 2006-10-30 2008-05-01 Microsoft Corporation Processing initiate notifications for different modes of communication
US7382868B2 (en) * 2002-04-02 2008-06-03 Verizon Business Global Llc Telephony services system with instant communications enhancements
US7424537B2 (en) * 2003-07-21 2008-09-09 International Business Machines Corporation Communication capability coupons
US20080247530A1 (en) * 2007-04-03 2008-10-09 Microsoft Corporation Outgoing call classification and disposition
US20080320148A1 (en) * 2007-06-22 2008-12-25 Accenture S.P.A. Session initiation protocol adaptor

Family Cites Families (52)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US1479442A (en) * 1920-06-21 1924-01-01 Aldendorff Fritz Metering telephone system
US5012511A (en) * 1990-04-06 1991-04-30 Bell Atlantic Network Services, Inc. Method of and system for control of special services by remote access
US5309513A (en) * 1992-07-02 1994-05-03 Rockwell International Corporation Telephone system with ubiquitous agents
CA2094210C (en) * 1993-04-16 1997-07-08 Mark R. Sestak Multiple queue resource management
US5647002A (en) * 1995-09-01 1997-07-08 Lucent Technologies Inc. Synchronization of mailboxes of different types
US5740237A (en) * 1995-09-14 1998-04-14 Bellsouth Corporation Method and system for a singular activation of a redirection service without general activation of the service
US6154445A (en) * 1996-04-18 2000-11-28 Bell Atlantic Network Services, Inc. Telephony communication via varied redundant networks
EP0906703A4 (en) * 1996-06-18 2000-03-15 Compuserve Inc Integrated voice, facsimile and electronic mail messaging system
US6069949A (en) * 1996-10-28 2000-05-30 Nynex Science And Technology Inc. Central office providing services for high usage customers
US5875302A (en) * 1997-05-06 1999-02-23 Northern Telecom Limited Communication management system having communication thread structure including a plurality of interconnected threads
JPH10336234A (en) * 1997-05-29 1998-12-18 Casio Comput Co Ltd Method for designating transmission and return of electronic mail
US6192048B1 (en) * 1997-10-02 2001-02-20 Mcdata Corporation Method and apparatus for implementing hunt group support for a crosspoint controller
US6181694B1 (en) * 1998-04-03 2001-01-30 Vertical Networks, Inc. Systems and methods for multiple mode voice and data communciations using intelligently bridged TDM and packet buses
US6404747B1 (en) * 1998-06-02 2002-06-11 Avaya Technology Corp. Integrated audio and video agent system in an automatic call distribution environment
US6208658B1 (en) * 1998-09-25 2001-03-27 Vertical Networks, Inc. Systems and methods for multiple mode voice and data communications using intelligently bridged TDM and packet buses and methods for performing telephony and data functions using the same
US6154465A (en) * 1998-10-06 2000-11-28 Vertical Networks, Inc. Systems and methods for multiple mode voice and data communications using intelligenty bridged TDM and packet buses and methods for performing telephony and data functions using the same
US6658254B1 (en) * 1998-12-31 2003-12-02 At&T Corp. Method and apparatus for personalization of a public multimedia communications terminal
US7180888B1 (en) * 1999-01-15 2007-02-20 Siemens Communications, Inc. Queue as callable entity in an IP telephony system
US6766012B1 (en) * 1999-10-20 2004-07-20 Concerto Software, Inc. System and method for allocating agent resources to a telephone call campaign based on agent productivity
US6985576B1 (en) * 1999-12-02 2006-01-10 Worldcom, Inc. Method and apparatus for automatic call distribution
US6587556B1 (en) * 2000-02-25 2003-07-01 Teltronics, Inc. Skills based routing method and system for call center
US20020085701A1 (en) * 2000-10-30 2002-07-04 Parsons Eric W. Method and system for providing unified communication management based on presence information
US8467502B2 (en) * 2001-02-27 2013-06-18 Verizon Data Services Llc Interactive assistant for managing telephone communications
US20030035528A1 (en) * 2001-08-14 2003-02-20 Charles Baker Context sensitive telephony wizard method and apparatus
US20030041048A1 (en) * 2001-08-15 2003-02-27 Senaka Balasuriya System and method for providing dymanic selection of communication actions using stored rule set
US20030123431A1 (en) * 2001-12-28 2003-07-03 Bertram Geck Methods and apparatus for providing internet messaging on the screen of a digital telephone
US20030129967A1 (en) * 2002-01-04 2003-07-10 Verona Steven N. Telecommunication method
US20030135569A1 (en) * 2002-01-15 2003-07-17 Khakoo Shabbir A. Method and apparatus for delivering messages based on user presence, preference or location
US7657598B2 (en) * 2002-09-17 2010-02-02 At&T Intellectual Property I, L.P. Address book for integrating email and instant messaging (IM)
US6904140B2 (en) * 2002-12-17 2005-06-07 Nokia Corporation Dynamic user state dependent processing
US7003091B1 (en) * 2003-02-21 2006-02-21 Shoretel, Inc. Resource allocation for simultaneous hunt group
WO2005008432A3 (en) * 2003-07-11 2005-08-04 Sonolink Comm Systems Llc System and method for advanced rule creation and management within an integrated virtual workspace
US7027463B2 (en) * 2003-07-11 2006-04-11 Sonolink Communications Systems, Llc System and method for multi-tiered rule filtering
US7412044B2 (en) * 2003-07-14 2008-08-12 Avaya Technology Corp. Instant messaging to and from PBX stations
US7668157B2 (en) * 2003-07-25 2010-02-23 Verizon Patent And Licensing Inc. Presence based telephony
US20050071241A1 (en) * 2003-09-26 2005-03-31 Flockhart Andrew D. Contact center resource allocation based on work bidding/auction
US20050068167A1 (en) * 2003-09-26 2005-03-31 Boyer David G. Programmable presence proxy for determining a presence status of a user
US7184525B2 (en) * 2003-12-29 2007-02-27 Bellsouth Intellectual Property Corporation Accessing messages stored in one communication system by another communication system
US20060031510A1 (en) * 2004-01-26 2006-02-09 Forte Internet Software, Inc. Methods and apparatus for enabling a dynamic network of interactors according to personal trust levels between interactors
US8223747B2 (en) * 2004-02-13 2012-07-17 Yahoo! Inc. Predictive communication routing scheme using instant messaging preferences and/or settings for routing packet traffic for voice, video and other multimedia communications
US20060026237A1 (en) * 2004-07-30 2006-02-02 Wang Richard G Method and system for instant message using HTTP URL technology
US7487214B2 (en) * 2004-11-10 2009-02-03 Microsoft Corporation Integrated electronic mail and instant messaging application
US8494504B2 (en) * 2004-12-06 2013-07-23 Callwave Communications, Llc Methods and systems for telephony processing, including location based call transfers
US7831668B2 (en) * 2005-02-07 2010-11-09 Nokia Corporation Terminal and computer program product for replying to an email message using one of a plurality of communication methods
US8055707B2 (en) * 2005-11-30 2011-11-08 Alcatel Lucent Calendar interface for digital communications
US20070143433A1 (en) * 2005-12-15 2007-06-21 Daigle Brian K Using statistical tracking information of instant messaging users
US20080037583A1 (en) * 2006-08-09 2008-02-14 Postini, Inc. Unified management policy for multiple format electronic communications
US7996467B2 (en) * 2006-08-29 2011-08-09 Oracle International Corporation Techniques for applying policies for real time collaboration
US20080065974A1 (en) * 2006-09-08 2008-03-13 Tom Campbell Template-based electronic presence management
US8295176B2 (en) * 2006-10-31 2012-10-23 Verizon Patent And Licensing Inc. Priority call routing
US8081745B2 (en) * 2006-12-14 2011-12-20 Microsoft Corporation Dynamic information publication enabling direct access to a preferred communication channel connection in integrated communication server
US8224359B2 (en) * 2006-12-22 2012-07-17 Yahoo! Inc. Provisioning my status information to others in my social network

Patent Citations (70)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7185054B1 (en) * 1993-10-01 2007-02-27 Collaboration Properties, Inc. Participant display and selection in video conference calls
US6212268B1 (en) * 1997-11-26 2001-04-03 Sun Microsystems, Inc. Pre-scheduled callback service
US7194523B2 (en) * 1998-09-09 2007-03-20 Cingular Wireless Ii, Llc Method and apparatus for data communication utilizing the North American Terrestrial System
US6807254B1 (en) * 1998-11-06 2004-10-19 Nms Communications Method and system for interactive messaging
US6839736B1 (en) * 1998-11-24 2005-01-04 Matsushita Electric Industrial Co., Ltd. Multi-media E-mail system and device for transmitting a composed return E-mail
US6917610B1 (en) * 1999-12-30 2005-07-12 At&T Corp. Activity log for improved call efficiency
US6895558B1 (en) * 2000-02-11 2005-05-17 Microsoft Corporation Multi-access mode electronic personal assistant
US6580787B1 (en) * 2000-02-15 2003-06-17 Lucent Technologies Inc. Integration of voice mail, email, fax and personal calendar systems to automatically update messages
US6810116B1 (en) * 2000-09-12 2004-10-26 International Business Machines Corporation Multi-channel telephone data collection, collaboration and conferencing system and method of using the same
US20030037113A1 (en) * 2000-11-08 2003-02-20 Yevgeniy Petrovykh Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue
US20020076025A1 (en) * 2000-12-18 2002-06-20 Nortel Networks Limited And Bell Canada Method and system for automatic handling of invitations to join communications sessions in a virtual team environment
US20020075304A1 (en) * 2000-12-18 2002-06-20 Nortel Networks Limited Method and system for supporting communications within a virtual team environment
US20020098831A1 (en) * 2001-01-18 2002-07-25 Castell William D. Unified message system and method
US7222156B2 (en) * 2001-01-25 2007-05-22 Microsoft Corporation Integrating collaborative messaging into an electronic mail program
US20020099777A1 (en) * 2001-01-25 2002-07-25 Anoop Gupta Integrating collaborative messaging into an electronic mail program
US20070016647A1 (en) * 2001-01-25 2007-01-18 Microsoft Corporation Server system supporting collaborative messaging based on electronic mail
US7224774B1 (en) * 2001-03-23 2007-05-29 Aol Llc Real-time call control system
US7047030B2 (en) * 2001-05-02 2006-05-16 Symbian Limited Group communication method for a wireless communication device
US7274778B2 (en) * 2001-05-16 2007-09-25 Verizon Business Global Llc Systems and methods for receiving telephone calls via instant messaging
US20030023691A1 (en) * 2001-07-27 2003-01-30 Knauerhase Robert C. Routing messages using presence information
US7313617B2 (en) * 2001-09-28 2007-12-25 Dale Malik Methods and systems for a communications and information resource manager
US7007085B1 (en) * 2001-09-28 2006-02-28 Bellsouth Intellectual Property Corporation Message log for wireline, voice mail, email, fax, pager, instant messages and chat
US20030163819A1 (en) * 2002-02-22 2003-08-28 Ching-Sung Lee Video-audio multimedia web-mail system and send-receive method thereof
US20030174815A1 (en) * 2002-03-14 2003-09-18 Didcock Clifford Neil Instant messaging for caller notification
US20040086100A1 (en) * 2002-04-02 2004-05-06 Worldcom, Inc. Call completion via instant communications client
US7382868B2 (en) * 2002-04-02 2008-06-03 Verizon Business Global Llc Telephony services system with instant communications enhancements
US7076043B2 (en) * 2002-05-01 2006-07-11 Sun Microsystems, Inc. System and method of using presence information to delay dialing phone calls initiated by a caller to a callee
US7103167B2 (en) * 2002-05-20 2006-09-05 Callwave, Inc. Systems and methods for call screening
US20040002359A1 (en) * 2002-06-27 2004-01-01 Deas David A. Information filling station facilitating wireless transfer of data content to a portable device or other pre-defined locations
US20040064514A1 (en) * 2002-09-17 2004-04-01 Daniell W. Todd Providing instant messaging (IM) internet presence information and chat capability from displayed email messages
US7187761B2 (en) * 2002-11-07 2007-03-06 Blake Bookstaff Method and system for providing advertising to telephone callers
US7023980B2 (en) * 2002-12-04 2006-04-04 Avaya Technology Corp. Outbound dialing decision criteria based
US20040213400A1 (en) * 2003-01-06 2004-10-28 Golitsin Vladimir G. Method and apparatus for multimedia interaction routing according to agent capacity sets
US20040141594A1 (en) * 2003-01-20 2004-07-22 Brunson Gordon R. Messaging advise in presence-aware networks
US20040170263A1 (en) * 2003-02-28 2004-09-02 Michelle Michael Dynamic presence proxy for call sessions
US7334021B1 (en) * 2003-04-30 2008-02-19 Aol Llc Personalized away messages
US20040267871A1 (en) * 2003-06-27 2004-12-30 Christopher Pratley Method and apparatus for viewing and managing collaboration data from within the context of a shared document
US7117445B2 (en) * 2003-06-30 2006-10-03 Danger, Inc. Multi-mode communication apparatus and interface for contacting a user
US20050041793A1 (en) * 2003-07-14 2005-02-24 Fulton Paul R. System and method for active mobile collaboration
US20070042792A1 (en) * 2003-07-14 2007-02-22 Josh Perfetto Determining message format according to status information
US7424537B2 (en) * 2003-07-21 2008-09-09 International Business Machines Corporation Communication capability coupons
US20050027867A1 (en) * 2003-07-29 2005-02-03 Sbc Knowledge Ventures, L.P. Presence enhanced telephony service architecture
US20060161632A1 (en) * 2003-08-07 2006-07-20 Tencent Technology (Shenzhen) Company Ltd. System and method for voice over internet protocol communication using an instant messenger
US20050100145A1 (en) * 2003-10-01 2005-05-12 Spencer Bradford L. Multi-user intelligent call screening
US20050080852A1 (en) * 2003-10-09 2005-04-14 International Business Machines Corporation Method, system and storage medium for providing interoperability of email and instant messaging services
US20060085242A1 (en) * 2004-02-19 2006-04-20 Global Datacenter Management Limited Asset management system and method
US20050251555A1 (en) * 2004-04-20 2005-11-10 Microsoft Corporation Presence-based seamless messaging
US7062021B2 (en) * 2004-04-30 2006-06-13 Microsoft Corporation Integrated telephone call and context notification mechanism
US20050257142A1 (en) * 2004-05-13 2005-11-17 Cheng-Shing Lai Portable communication device and multimedia message processing method for same
US20060002536A1 (en) * 2004-07-02 2006-01-05 Ambrose Toby R System and method for real-time call log status
US20060039545A1 (en) * 2004-08-19 2006-02-23 Matsushita Electric Industrial Co., Ltd. Multimedia based caller ID to identify an instant messaging client/user
US20060053225A1 (en) * 2004-09-08 2006-03-09 Nokia Corporation Group details of group services
US20060053208A1 (en) * 2004-09-08 2006-03-09 Nokia Corporation Group details of group services
US20060092970A1 (en) * 2004-10-28 2006-05-04 Samsung Electronics Co., Ltd. System and method for VoIP call transfer using instant message service in an IP multimedia subsystem
US20060117098A1 (en) * 2004-11-30 2006-06-01 Dezonno Anthony J Automatic generation of mixed media messages
US20060135142A1 (en) * 2004-12-22 2006-06-22 Nokia Corporation Apparatus and methods for providing enhanced contact list information for mobile stations including mobile telephones
US20060161872A1 (en) * 2004-12-30 2006-07-20 Nokia Corporation Marking and/or sharing media stream in the cellular network terminal
US20070058637A1 (en) * 2005-09-14 2007-03-15 Tun Han Felix Lo Method for multi-channel multi-device call transfer
US20070101144A1 (en) * 2005-10-27 2007-05-03 The Go Daddy Group, Inc. Authenticating a caller initiating a communication session
US20070130340A1 (en) * 2005-12-02 2007-06-07 Qwest Communications International Inc. Cross-platform redirection of communications
US20070206738A1 (en) * 2006-03-02 2007-09-06 Cisco Technology, Inc. Secure voice communication channel for confidential messaging
US20070271376A1 (en) * 2006-05-16 2007-11-22 David Yach System and method for integrated presentation of information
US20080005239A1 (en) * 2006-06-28 2008-01-03 Brian Podl System and method for capturing collaborative data at a multi-function peripheral (MFP)
US20080043986A1 (en) * 2006-07-28 2008-02-21 Ubiquity Software Corporation Voice conference control from an instant messaging session using an automated agent
US20080056454A1 (en) * 2006-08-29 2008-03-06 Atte Lahtiranta Replying through different channels
US20080075241A1 (en) * 2006-08-30 2008-03-27 Bellsouth Intellectual Property Corporation Call notification
US20080062970A1 (en) * 2006-09-11 2008-03-13 Common Voices Instant message call connect system method and interface
US20080104169A1 (en) * 2006-10-30 2008-05-01 Microsoft Corporation Processing initiate notifications for different modes of communication
US20080247530A1 (en) * 2007-04-03 2008-10-09 Microsoft Corporation Outgoing call classification and disposition
US20080320148A1 (en) * 2007-06-22 2008-12-25 Accenture S.P.A. Session initiation protocol adaptor

Cited By (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20110179180A1 (en) * 2010-01-20 2011-07-21 Microsoft Corporation Communication sessions among devices and interfaces with mixed capabilities
US9043474B2 (en) * 2010-01-20 2015-05-26 Microsoft Technology Licensing, Llc Communication sessions among devices and interfaces with mixed capabilities
US20110225248A1 (en) * 2010-03-15 2011-09-15 Microsoft Corporation Multimodal conversation state and transfer through centralized notification
US9898162B2 (en) 2014-05-30 2018-02-20 Apple Inc. Swiping functions for messaging applications
US20150350143A1 (en) * 2014-06-01 2015-12-03 Apple Inc. Displaying options, assigning notification, ignoring messages, and simultaneous user interface displays in a messaging application
US9971500B2 (en) * 2014-06-01 2018-05-15 Apple Inc. Displaying options, assigning notification, ignoring messages, and simultaneous user interface displays in a messaging application

Also Published As

Publication number Publication date Type
WO2008141339A1 (en) 2008-11-20 application
US20090041052A1 (en) 2009-02-12 application
WO2008144090A1 (en) 2008-11-27 application

Similar Documents

Publication Publication Date Title
US6853634B1 (en) Anonymity in a presence management system
US7603411B1 (en) Presence management system
US6526274B1 (en) Method, system, and computer program product for extending the functionality of a personal information manager to telephone system interactions
US7359938B1 (en) System indicating the presence of an individual or group of individuals
US7450567B1 (en) Web-based personal assistant
US6351764B1 (en) System and method for prioritizing communications messages
US7272662B2 (en) Systems and methods for routing messages to communications devices over a communications network
US20030152207A1 (en) Telecommunications and cellular telephone homepage call screening control center
US20010013069A1 (en) Data messaging aggregation
US20050038863A1 (en) Device message management system
US20090086950A1 (en) Active call processing and notifications
US20040235520A1 (en) Enhanced telephony computer user interface allowing user interaction and control of a telephone using a personal computer
US8103725B2 (en) Communication using delegates
US20080115087A1 (en) Tracking recent contacts
US20040248594A1 (en) Combined multimedia cordless phone and messaging system
US20050125541A1 (en) Integrating multiple communication modes
US7590693B1 (en) Method and apparatus for restriction of message distribution for security
US20060168015A1 (en) Instant messenger as a web-based communicator
US7076043B2 (en) System and method of using presence information to delay dialing phone calls initiated by a caller to a callee
US20080198981A1 (en) Voicemail filtering and transcription
US20050080867A1 (en) Automated instant messaging state control based upon email persona utilization
US20050080862A1 (en) Communication suite engine
US20050080889A1 (en) Child protection from harmful email
US20060156251A1 (en) System and method for providing feature customization for a communications device based on an active communications session
US20060075040A1 (en) Message thread handling

Legal Events

Date Code Title Description
AS Assignment

Owner name: UNISON TECHNOLOGIES LLC, NEW YORK

Free format text: ASSIGNMENT OF ASSIGNORS INTEREST;ASSIGNORS:BALK, IGOR;CHOUPAK, DAVID MICHAEL;REEL/FRAME:019388/0393;SIGNING DATES FROM 20070511 TO 20070516

AS Assignment

Owner name: UNISON TECHNOLOGIES, INC., NEW YORK

Free format text: CHANGE OF NAME;ASSIGNOR:UNISON TECHNOLOGIES, LLC;REEL/FRAME:022011/0081

Effective date: 20080711

Owner name: UNISON TECHNOLOGIES, INC.,NEW YORK

Free format text: CHANGE OF NAME;ASSIGNOR:UNISON TECHNOLOGIES, LLC;REEL/FRAME:022011/0081

Effective date: 20080711